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Case Studies / Business Transformation

Knowledge Management Assessment Leads to Annual Savings of $1.8MM for Healthcare Business

Healthcare Industry

Scope

A major provider of health benefits solutions was in the process of a Knowledge Management (KM) transformation and engaged Northridge to provide the following services:

  • Analyze and quantify the benefits that would be realized by investing in a new KM solution.
    • Reduced handling times; increased associate satisfaction, customer satisfaction and transactional call deflection
  • Develop a data-driven prioritization of KM capabilities.
  • Create an inventory of integration points/dependencies required for deployment of the KM tool.

Process

  • Northridge developed the business case and created a decision matrix ranking priorities for deployment.
  • We identified technical integration points to optimize access and usability and strategically plan for costs and timing.
  • We assessed KM opportunities for self-service so that content tailored to customers’ needs could be developed to help them find the answers they’re looking for, driving improved customer satisfaction and reduced call volume.

Results

  • Northridge’s assessment identified opportunities to improve self-service that are on track to increase customer satisfaction and reduce targeted call volumes by 40%, resulting in annual savings of $1.8MM.
  • Our data-driven prioritization of KM deployment makes it so much easier for associates to quickly find  the information they need to care for their customers which enabled:
    • increased team sizes with even higher quality, driving improved CSAT and First Call Resolution (FCR)
    • reduced effort for Contact Center associates, leading to reduced attrition
    • streamlined new hire training, allowing associates to be productive faster.

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